Cloud Platform Level 2 Service Specialist

Purpose

· Responsible for multi-cloud environments operations (i.e. Azure, AWS, and other PaaS & SaaS services) for managing the data platform adopted by FWD Group and any business units such as Japan, Thailand and Hong Kong

· Build and lead a comprehensive, leading practice, industry standards operations on Cloud environment to support FWD to achieve Polaris Digital & Cloud transformations

· Accountable for FWD Cloud operations strategy on Cloud environment

· Design the best practices and standard operating procedures (SOP) to support the overall Technology organization to adopt cloud-first strategy

· Decide and implement continuous improvement on Cloud technology and operations processes

· To build and drive a deep understanding of key business areas around the region to plan, develop and implement cloud solutions that will deliver corporate and service specific objectives and meet the strategic priorities of the BU

· Manage across-regional project priorities, deadlines, and deliverables with internal and external stakeholders to optimize operation efficiency and meet business objectives

Key accountabilities

· Accountable & oversee daily cloud operations including Routine operations and maintenance, Incident Management, Problem Management, Change Management, Crisis Management and Disaster Recovery across multiple technologies & cloud environments and teams to deliver high quality & stable services to FWD business units.

· Coach & lead the team to grow the capabilities for picking up new technologies’ s implementation and on-going support to gradually reduce the reliance on service providers.

· Develop System Reliability Engineering (SRE) processes in Cloud operations for FWD Group

· Engage, influence, and evangelize practices across country CTOs & IT departments with different developments, operational and products groups to align technology services / solution delivery

· Drive capacity planning, performance analysis, instrumentation, and other non-functional systems requirements on Cloud platforms

· Define and build automation tools for system health monitoring and production acceptance tests to validate production changes

· Lead and define roadmap of the Cloud capability and functions that cloud operations team will deliver over time. Differentiate our values with other service providers

· Partner with entire Group & local Market Technology teams to identify options and plans to ensure the highest availability of systems running on Cloud environment

· Develop relationship and influence the day-to-day technology team decision making to enable the capability to deliver technologies with Cloud-first strategy

· Provide guidance to the entire Group & local Market Technology team on resolving Cloud issues, questions, systems configurations, and problem resolution

· Lead the team to compliant with IT Risk & Security policies, ensuring that cloud services comply with security requirements

· Resource allocation to support cloud related activities across different countries

· Establishing strong relations and partnerships with major vendors and system integrators to work with them in maximizing FWD’s investment in new technology

Qualifications / experience

· Degree holder in Computer Science / Information Technology or equivalent with more than 10 years of experience in IT operations management which at least 6 years in cloud environment

· Proven track record in develop and enforce standard operating procedures (SOP) on Cloud operations

· Demonstrated experience with Cloud (Azure & AWS) native technologies including IaaS, PaaS, Data analysis, CloudApp, etc.

· Proven experience on Cloud (Azure & AWS) operations with complex global enterprise scale environment

· Demonstrated experience on ITSM processes and certified with ITIL foundation certification, ISO 20000, or ISO 27001

· Holder of at least one of the following AZURE Certifications: AZURE Solutions Architect, AZURE DevOps Engineer, AZURE Data Analytics, AZURE Database, AZURE Machine Learning or AZURE Security.

· Holder of at least one of the following AWS Certifications:

· AWS Certified Cloud Practitioner, AWS Certified Solutions Architect, AWS Certified SysOps Administrator, AWS Certified DevOps Engineer.

· Experience and knowledge of containers, orchestration tools and container administration, e.g. AZURE AKS, AWS EKS, Kubernetes, etc.

· Hands-on experience in DevOps toolchains such as Jira, Git, Bitbucket, Jenkins, and Ansible

Knowledge & technical skills

· Proficient in cloud (AZURE & AWS) services, preferable with knowledge in multiple cloud services such as Compute, Storage, Containers, Serverless, Analytics, Database, Management & Governance.

· Intermediate to advanced knowledge of networking, in particular building cloud (Azure & AWS) networks and integrating them with on-premises networks in a secure and reliable manner.

· Strong background in incident, problem, and change management using ITIL processes.

· Proven ability to document processes, train users, and manage client relationships

· Strong knowledge of Infrastructure as Code tools like Ansible, Terraform.

· Strong understanding of DevSecOps is an asset.

· Ability to participate in fast-paced DevOps and Engineering teams within Scrum agile processes.

· Excellent verbal and written communication skills in English.

· Perseverance and rigor in the tasks to accomplish.

· Ability to respect his commitments, prioritize tasks and follow procedure.

· Oriented on teamwork, collaboration, and knowledge sharing.

· Excellent problem-solving skills.